Chief Customer Officer 2.0 is a 101 introduction to the role of a CCO and what it takes to be successful. It is a very tactical book that can be used as a guide to creating and executing a customer experience role within your company.
If you feel like your customer satisfaction isn’t where you want it to be and your attempts to address it aren’t making the impacts needed, this book will give you insight into a different approach that will improve your ability to achieve your goals.
The book will also provide a guide to allow you to shift your company from a focus on functionality silos to a focus on the customer’s experience of your company. This subtle shift in focus has a great impact because customers don’t experience your company by your internally defined organizational chart. By aligning your internal approach to that of your customer, you can more easily gain traction on improving at a clip that customers will recognize and reward.
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